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Make A Complaint

If you want to make a complaint about something which has not gone as expected or you are unhappy with our service, you can find details about how to get in touch with us here.

Our promise

  • We’ll do our best to put things right as soon as you get in touch.
  • We aim to resolve complaints, following assessment and investigation as quickly as possible, usually within four weeks.
  • If we are unable to resolve the complaint quickly, we will provide updates at regular intervals.

How to make a complaint

Complete the form below to submit your complaint online.

(Also include a previous address if it is relevant to the complaint)
(Choose your account type)



(Who we provide the service on behalf of)
(Enter any account reference you have - this helps us locate your records)
(If different from the customer)
(If you're happy for us to call you)
(If you're happy for us to email you)
(Include as much relevant information as possible)

 

 

Alternatively, you can contact us by phone or post.
Please be ready to provide the same details we've requested for the online contact form if you prefer to use one of these two options:

Call us

Shareholder Enquiries: 0371 384 2030

+44 121 415 7047 (If you are calling from outside the UK)

Lines are open Monday – Friday 8.30 to 5.30pm excluding UK Bank holidays

Write to us

Equiniti
Customer Resolution Team
Aspect House
Spencer Road
Lancing
West Sussex
BN99 6DA

 

How we will investigate your complaint

We will acknowledge your complaint within three working days following the day of receipt.

We aim to resolve complaints as quickly as possible, usually within four weeks following an assessment and investigation. We will send you a full response to your complaint from a named case handler, together with their direct contact details.

Most of our customers’ complaints can be resolved quickly, but occasionally more investigation is needed, particularly if your complaint is complex in nature. If we are unable to resolve your complaint quickly, we will keep you updated at regular intervals.

How to contact the Financial Ombudsman Service (FOS)

If you remain unhappy or have not received a response within eight weeks you may be able to refer your case to the Financial Ombudsman Service. We will provide you details of how to do this on our final response however we have included their details below:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Email: complaint.info@financial-ombudsman.org.uk
Phone: 0300 123 9 123
Web: financial-ombudsman.org.uk

The Financial Ombudsman Service exists to mediate on complaints between customers and financial services firms when they cannot come to an agreement themselves. There is no cost to customers for their services. They will let you know whether your complaint is something they can look into.

Complete the form below to submit your complaint online.

e.g. 01/07/1980
(If it is more than one, please provide details in the Enquiry Details box further down)
How can we help?

 

Alternatively, you can contact us by phone or post.
Please be ready to provide the same details we've requested for the online contact form if you prefer to use one of these two options:

Call us

Pension Member Enquiries 0371 384 2307

+44 121-415-7082 (If you are calling from outside the UK)

Lines are open Monday to Friday 8.00am to 5.30pm; excluding UK Bank Holidays.

Write to us

Equiniti
PO Box 1246
Sutherland House
Russell Way
Crawley
RH10 1UH

 

How we will investigate your complaint

We will acknowledge your complaint within three working days following the day of receipt.

We aim to resolve complaints as quickly as possible, usually within four weeks following an assessment and investigation. We will send you a full response to your complaint from a named case handler, together with their direct contact details.

Most of our customers’ complaints can be resolved quickly, but occasionally more investigation is needed, particularly if your complaint is complex in nature. If we are unable to resolve your complaint quickly, we will keep you updated at regular intervals.

How to contact the Financial Ombudsman Service (FOS)

If you remain unhappy or have not received a response within eight weeks you may be able to refer your case to the Financial Ombudsman Service. We will provide you details of how to do this on our final response however we have included their details below:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Email: complaint.info@financial-ombudsman.org.uk
Phone: 0300 123 9 123
Web: financial-ombudsman.org.uk

The Financial Ombudsman Service exists to mediate on complaints between customers and financial services firms when they cannot come to an agreement themselves. There is no cost to customers for their services. They will let you know whether your complaint is something they can look into.

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